Service Desk Manager

DecisionPoint | Cortek

1d

About The Position

DecisionPoint seeks a Service Desk Manager to lead Tier 1 IT service desk operations supporting the USPTO Office of the Chief Information Officer (OCIO) Service Desk Operations Division (SDOD).
The Service Desk Manager is responsible for overall project management of complex, multi-task IT service desk operations within a large federal enterprise environment. This role ensures operational excellence, Service Level Agreement (SLA) compliance, workforce optimization, and continuous service improvement across multi-channel IT support operations.
Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.
Please Note: This requisition is contingent upon contract award.

Requirements

• Ability to successfully obtain and maintain a Tier 1 Investigation (Low Risk).
• BA/BS in Computer Science, Engineering, Mathematics, Business, Management, or equivalent.
• Five (5) years of successful leadership experience or equivalent combination of education and experience.
• Experience managing enterprise IT service desk operations supporting high-volume, multi-channel environments with formal escalation processes and strict Service Level Agreement (SLA) performance requirements.
• ITIL-based IT Service Management processes
• Enterprise IT service management platforms (ServiceNow or similar)
• SLA tracking and KPI performance reporting
• Workforce management and call pattern monitoring tools
• Quality assurance and knowledge management processes
• ITIL Certification
• Strong team leadership and personnel management
• Operational oversight of high-volume IT service desk environments
• Customer service excellence
• Performance monitoring and reporting
• Data-driven decision making
• Clear communication with Government stakeholders
• Continuous process improvement mindset

Nice To Haves

• One or more Help Desk Institute (HDI) certifications
• HDI Support Center Manager preferred

Responsibilities

• Responsible for overall project management of complex, multi-task IT service desk operations.
• Plan, organize, and manage groups of employees engaged in various technical duties.
• Provide administrative and technical direction to personnel and work without supervision.
• Possess corporate authority to recruit, hire, terminate personnel, and commit corporate resources in support of contract performance.
• Coordinate approved task orders and ensure that all services meet required schedules and/or production standards.
• Establish improved procedures and controls, where necessary, to ensure that all services meet schedule, production, and quality requirements.
• Provide customer representatives with the status and activities of personnel covered under the contract.
• Respond to administrative and technical requests from Government customer representatives.
• Apply continuous evaluation and control measures to ensure operational effectiveness and SLA compliance.
• Oversee incident and service request lifecycle management using enterprise IT service management platforms.
• Monitor call patterns and workforce forecasting to maintain SLA compliance and service performance targets.
• Ensure adherence to standard operating procedures, knowledge management standards, and quality assurance processes.
• Coordinate escalation to Advanced Problem Resolution (APR) and other support groups.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager